When new tickets match a rule's conditions, the actions are automatically applied.

That's <b>%{change}</b> over the previous %{period}.

On average, <b>users waited %{average}</b> to get a response.

That's <b>%{change}% %{direction}</b> than the %{average} average from the previous %{formatted_points}.

The good news is that <b>averages can be very misleading.</b> Most users waited less than %{time} to receive a response. This is great!

During the previous period, users waited, on average, <b>%{previous_average}</b> to get a response.

That's <b>%{direction} %{change}%</b> over the previous %{formatted_points}.

In the previous period you responded to <b>%{previous_count}</b>.

Here are incoming messages distributed by %{granularity}, segmented by how long users waited for a response:

It's also helpful to see how many messages users typically send on days and hours of the week, and how long they usually have to wait for a response.

In the punchcard chart below, <strong>circle size</strong> indicates the number of messages received and <strong>circle color</strong> indicates the how long users waited to receive a response. Areas with a <strong>blue background</strong> indicate <em>coverage</em> (times when agents are regularly responding to tickets).

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